Customer Engagement Specialist

2 weeks ago

Riverview, Florida, United States PGT Innovations Full time

Position Overview:

The primary role of a Call Center Agent is to manage appointment scheduling by responding to incoming calls and initiating outbound communications. This position requires significant phone interaction and the accurate entry of lead data into our system. The agent must maintain availability throughout their shifts to effectively handle calls.

Key Responsibilities:

Essential Duties: The following tasks are integral to this role, with additional responsibilities as needed:

  • Respond promptly to incoming calls and web inquiries to schedule sales appointments.
  • Ensure all appointments are confirmed.
  • Conduct daily reviews of appointments and lead schedules.
  • Direct non-sales calls to the appropriate departments.
  • Make necessary updates to appointment schedules.

Performance Metrics & Rewards:

  • Compensation includes weekly commissions based on performance, with potential for increased bonuses.
  • Agents are expected to meet or exceed performance targets on a daily, weekly, and monthly basis, which include:
    • Appointment Setting Percentage: Ratio of appointments set to calls received/made.
    • Demonstration Rate: Ratio of completed demonstrations to total appointments set.
    • Productivity: Total number of calls handled during each shift.
    • Availability: Percentage of time agents are ready to receive or make calls.
    • Call Quality: Recorded calls will be evaluated to ensure adherence to scripts and maximize opportunities.

Work Environment & Physical Requirements:

The physical demands outlined here represent the requirements for successful job performance. Reasonable accommodations may be made for individuals with disabilities:

  • Standard office environment with the ability to sit or stand for extended periods.
  • Frequent use of hand-eye coordination for operating office equipment.
  • Effective oral and auditory communication skills for interpersonal interactions and phone communications.

Candidate Profile:

  • Exceptional customer service abilities.
  • Capacity to engage in phone conversations for extended durations.
  • Proficient computer skills, including familiarity with Microsoft Office.

About PGT Innovations:

At PGT Innovations, we are dedicated to producing high-quality, innovative windows and doors. Our commitment extends beyond our products; we strive to build strong teams through leadership, support, mentorship, and collaboration, while fostering meaningful relationships with our clients.

Our Unique Culture:

We prioritize collective growth and achievement. Our environment encourages mutual support, helping one another through challenges, as we understand that creating the future of windows and doors is a collaborative effort.

  • A cooperative team.
  • An understanding workplace.
  • A resilient community.

Together, we aim to inspire greater opportunities for our customers, community, and team members.

What We Provide:

  • Competitive salary.
  • Opportunities for career advancement.
  • Comprehensive medical benefits.
  • Dental insurance.
  • Tuition reimbursement programs.
  • 401k matching contributions.
  • Profit-sharing plans.
  • Paid time off.
  • Volunteer time off.

PGT Innovations is an equal opportunity employer. We consider applicants for positions without regard to race, color, creed, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, mental or physical disability, marital/family/caregiver status, genetic information, military or veteran status, citizenship, or any other characteristic protected by federal, state, or local law. PGT Innovations also prohibits harassment of applicants or employees based on any of these protected categories.

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